People who work in IT Operations have a strong affinity with the skills of problem solving and troubleshooting. Although a huge amount of effort is taken to improve resiliency and redundancy of IT systems, the ability to quickly diagnose the root cause of problems has never been more important and relevant. Attempting the wrong fix is expensive in many ways, not least financially. It’s expensive in terms of time, user patience and most critically the credibility of IT to fix problems quickly. Therefore a framework is needed!
Do you want to:
- work with a systematic process of problem solving when responding to IT incidents and problems?
- deliver a higher level of quality and consistency in your IT support?
- establish a common troubleshooting language that ensures consistency in customer support in a Service Management environment?
- introduce structured, critical thinking techniques to analyze problems, make decisions and proactively avoid problems?
- use a systematic approach independent of technical expertise?
This 2-day course equips you with the terminology, structure and basic concepts of Kepner-Tregoe’s problem management and incident management techniques, such as Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. This method has become very popular in IT and technical fields and has been included in the IT Infrastructure Library (ITIL) but can be applied to a wide range of problems.